Desktop Support Engineer

Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy.  We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.

‍We've developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.  Our aim is to create one of the UK's most inclusive organisations - where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace.  All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications.  Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.  Join us as we embark on a once-in-a-lifetime, large-scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.

Purpose of Role:

• To provide customer-focused Desktop Support services across all site locations and components of the End User Computing technical domain; in compliance with the processes, standards and defined service levels
• Help staff get the most out of their IT equipment by providing proactive and reactive support both in person and remotely to resolve issues expediently
• Support the delivery of projects by providing SME technical support

Technology Department Description:

• Delivering world-class Technology services and solutions which underpin our trusted position as a high-profile, secure and safe operator of the National Lottery and with unquestionable integrity in a heavily regulated industry
  

Service Delivery Team Description:

• Delivering the key support process functions of Incident/Problem Management,, Change/Release Management, Configuration Management, Desktop Support and Technology Compliance
• Working closely with other Technology teams to ensure that National Lottery Operations are managed 24/7, 365 days a year in a secure, reliable, resilient way
• Ensuring end-to-end service levels to our external customers and internal business users are maintained to the highest standards
• Delivering business changes in a controlled way, protecting our players and the business at all times whilst meeting our licence obligations

Key Accountabilities or Duties:

• Work with internal business customers and Technology teams to implement IT solutions according to the defined timescales agreed within project plans
• Provide high-quality Desktop Support services for end-users; in compliance with the processes, standards and service levels defined by Allwyn IT
• Ensure all hardware and software remain within support
• Use Tenable, SCCM, JAMF and other tools to ensure all security patches and feature updates are deployed in line with our policy
• Support meeting room technology, with assistance from the 3rd party  
• Build and deploy new equipment for staff 
• Create/ update clear and concise documentation and processes for runbook operations which can be performed by the Service Desk and provide training and ongoing support to the Service Desk
• Proactively engage end users regarding their computing support needs
• Effectively manage the ticket queue, ensuring all tickets are kept up to date and the business users are aware of the status of their tickets
• Make recommendations on how service levels and infrastructure working practices may be improved to enhance productivity or reduce downtime

Skills & Experience:

• Excellent customer-facing and communication skills, with the ability to convey technical concepts coherently to end-users
• Flexibility to support staff at all Allwyn locations or remotely
• In-depth knowledge of Windows 10, PC hardware, software and networking
• In-depth knowledge of corporate G-Suite and MS Office 365 applications
• Knowledge of Mac OS and Apple hardware and applications. 
• Knowledge of AV meeting room systems and printers
• Configuring, deploying and supporting IOS and Android devices
• Experience patching Windows/Mac OS using VMware/SCCM/JAMF 
• Ability to identify operational tasks suitable for delegation to the Service Desk, with the capability to document processes
• Experience of working in ITIL-based support environments

Here is our list of benefits:

• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We'll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection

As part of our onboarding processes, all successful candidates will need to complete both a Pre-Employment Screening process and a Fit & Proper check by the Gambling Commission. These checks include a DBS (an enhanced check, which shows convictions and conditional cautions), credit and social media checks. As part of our application process, you will be asked to identify in advance if you have spent or unspent convictions that we need to be aware of.

Should you not disclose convictions at the application stage, not pass the Fit & Proper Check process or not complete your Pre-Employment Screening then unfortunately you may not pass our probation process.

All data will be handled in accordance with our data policies and treated with utmost confidentiality.